Terms of Service

1. Definitions

• "Shop" — the business entity that holds the account, including every location it operates on the Service.
• "Authorized User" — an owner, employee, contractor or other person the Shop invites to the Service and assigns roles and privileges to.
• "End Customer" — a person whose vehicle the Shop services, who books with the Shop, or whom the Shop communicates with through the Service. End Customers are the Shop's customers, not Shopbook's.
• "Shop Data" — everything the Shop and its Authorized Users put into the Service or that the Service produces for the Shop: customers, vehicles, service records, estimates, invoices, payments, appointments, messages, photos, recordings, inspection findings, time entries and settings, including personal information about End Customers.
• "Account Data" — the information Shopbook holds about the Shop and its Authorized Users as account holders: names, email addresses, phone numbers, sign-in credentials, roles, billing details and usage.
• "Connected Service" — a third-party service the Shop chooses to connect to the Service, such as Stripe, Google, Intuit QuickBooks or an SMS carrier.
• "AI Features" — the parts of the Service that draft, classify, read or predict using machine-learning models, including the assistant, estimate and message drafting, inspection readings and anticipation.
• "Order" — a subscription selected in the Service or a written arrangement between the Shop and Shopbook (for example a design-partner arrangement) that sets a plan, price or term.

2. Accounts, roles and responsibility

The person who creates the Shop's account is its first owner. Owners control who may access the Shop's data and what each Authorized User may do, through roles and privileges in the Service. The Shop is responsible for every act and omission of its Authorized Users and for anyone who accesses the Service with credentials issued to it.

You must keep credentials confidential, use the second-factor protections the Service offers where sensible for your business, remove access for people who leave, and tell us promptly at the address in Section 23 if you suspect an account has been compromised. Shopbook is not responsible for loss that results from unauthorized use of credentials that were not kept confidential.

You must give accurate account and billing information and keep it current. You may not create an account for another business without its authority, use another shop's account, or share an account between businesses.

3. Plans, trials and fees

The Service is offered on the plans and at the prices shown at shopbook.io/pricing or in your Order. A new Shop receives a free trial of fourteen (14) days, or the longer period stated in a design-partner or other written arrangement; no card is required to start a trial. When the trial ends, continued use requires an active subscription, and the Service will restrict the Shop's console to billing until one is in place. Your data is not deleted because a trial ended.

Subscriptions are billed in advance, monthly or annually as selected, and renew automatically for the same period unless cancelled before the renewal date. Fees are stated in United States dollars and exclude taxes; you are responsible for sales, use, value-added and similar taxes on the fees other than taxes on Shopbook's income. Fees paid are non-refundable except where these Terms or applicable law say otherwise.

We may change plan prices with at least thirty (30) days' notice; a change takes effect at your next renewal after the notice period. If you do not accept a change you may cancel before it takes effect.

If a payment fails we will retry it and tell you. If fees remain unpaid after we have notified you, we may suspend the Shop's access until they are paid; the Shop remains responsible for the fees accrued. We do not lock a Shop out mid-day over a single card retry, and we will always leave the billing page and data export reachable.

Subscription payments are processed by Stripe under Stripe's own terms; Shopbook does not store card numbers.

4. Taking payment from your customers

The Service lets a Shop accept card payments from End Customers through Stripe Connect. To do so the Shop opens a connected account with Stripe and accepts the Stripe Connected Account Agreement, which incorporates the Stripe Services Agreement. Stripe, not Shopbook, is the payment processor and holds the funds; payouts are made by Stripe to the Shop's bank account on Stripe's schedule.

Shopbook is a platform and is not a party to any transaction between the Shop and an End Customer. The Shop is solely responsible for the goods and services it sells, for the accuracy of every invoice and receipt, for taxes on its sales, for refunds, chargebacks, disputes and the fees they carry, and for complying with card-network rules and applicable law in connection with its own sales. Shopbook may deduct any platform fee disclosed in your plan or Order from amounts processed.

Card details entered by End Customers are collected by Stripe's hosted elements and never pass through or rest on Shopbook's servers. Payments recorded as cash, cheque or other methods are records the Shop keeps; Shopbook does not move that money.

5. Your data: ownership, use and export

Shop Data belongs to the Shop. Shopbook claims no ownership of it. You grant Shopbook a license to host, store, copy, process, transmit, display and back up Shop Data as needed to provide the Service to you, to prevent or address service, security or technical problems, and as these Terms, the Privacy Policy or the law otherwise permit.

Some records are designed to be permanent by nature. Service records are append-only — a correction is a new entry, never an edit of an old one — and an issued invoice is not altered after issue; it is voided and reissued. These properties exist so the record can be trusted by the Shop, its customers and third parties, and the Shop agrees they are features of the Service, not defects.

You can export your data at any time from the Service in machine-readable formats. Your data leaves with you: on cancellation or closure you have thirty (30) days to export it before it is permanently deleted, as described in Section 17 and the Privacy Policy. Backups that contain deleted data are overwritten in the ordinary course within a further period stated in the Privacy Policy.

You are responsible for the accuracy and lawfulness of Shop Data and for having the right to put it into the Service, including having any consent or notice that the law requires before recording, storing or sending information about an End Customer.

6. How the Service learns from the network

Shopbook gets better with every job the network completes: the estimate it anticipates, the part it expects to fail at a mileage, the follow-up it times, are informed by what shops like yours have actually done. That requires learning from data across shops, and this section is where we ask for that permission plainly.

You grant Shopbook a perpetual, irrevocable, worldwide, royalty-free license to use Shop Data in aggregated and de-identified form to operate, analyze, improve and develop the Service and new products and features, including the patterns the Service learns about jobs, vehicles, parts, timing and pricing across shops. Aggregated and de-identified means that no shop, customer, technician or vehicle can reasonably be identified from it; Shopbook will never publish or sell figures from which your shop can be identified, and cells too small to protect a shop's identity are suppressed, not rounded.

The boundaries are part of the grant: an End Customer is never in this learning data as a person; a technician is never in it as a person and technicians are never ranked across shops; a single shop is never identifiable in any figure Shopbook publishes or sells; and Shopbook does not sell Shop Data, in identifiable form, to anyone. Shopbook does not use Shop Data to train models that a competitor of the Shop could use to identify the Shop's customers or pricing.

This grant is a condition of using the Service. Because the Service's own features depend on it, it cannot be switched off for one shop while that shop keeps using them; a Shop that does not agree should not use the Service. The grant survives termination as to data already aggregated and de-identified, which by definition no longer identifies the Shop.

7. Your customers and your communications with them

The Service sends emails, text messages, booking confirmations, estimates, invoices and receipts to End Customers on the Shop's behalf. The Shop is the sender of every such communication. The Shop is responsible for having the consent the law requires before contacting an End Customer by a given channel, for honoring opt-outs and stop requests, for the content of what it sends, and for complying with laws that govern commercial communications, including the Telephone Consumer Protection Act, the CAN-SPAM Act, state telemarketing and privacy laws, and their equivalents where the Shop operates.

The Service composes the parts of a message that carry money, links and document numbers; a person on the Shop's team composes and approves the prose, or approves a draft the AI Features produced. Messages the Service sends carry the Shop's name; the Service is not a bulk-marketing tool and may not be used to send unsolicited commercial messages.

Public booking pages, appointment-management links, estimate and invoice links and inspection reports are addressed to End Customers using unguessable links. The Shop controls what it shares; internal notes are never shown on a customer-facing surface.

As between the parties, the Shop is the business responsible for End Customer personal information (the "controller" or "business" under applicable privacy law) and Shopbook processes it on the Shop's behalf and instructions (as a "service provider" or "processor"). Shopbook will not sell End Customer personal information, will not use it outside providing the Service and the purposes in Section 6, will keep it confidential, will assist the Shop with reasonable requests from End Customers about their information, and will impose equivalent obligations on the subprocessors named in the Privacy Policy. Where a Shop requires a separate data processing agreement, the Privacy Policy's subprocessor list and this section form Shopbook's standard terms for it.

8. AI Features

The Service uses machine-learning models to draft, classify, read and anticipate. Every AI call is metered and capped per Shop; the caps for your plan are shown in the Service.

AI Features draft and a person approves. Anything with a price or a promise on it — an estimate, a message to a customer, a booking, a change to money — is prepared by the AI Features and waits for an Authorized User to approve it before it takes effect. Routine, reversible work the Shop has enabled may run automatically and is logged. The Shop is responsible for everything approved and everything sent.

AI output can be wrong, incomplete or confidently mistaken. Readings of photographs and recordings are assistive, not diagnostic; suggested times, prices and parts are estimates, not commitments; nothing the AI Features produce is legal, financial, safety or engineering advice. Review it the way you would review a new hire's work.

To produce an answer, the relevant slice of Shop Data is sent to Shopbook's AI provider, named in the Privacy Policy, under terms that forbid the provider from training its models on it. Your use of AI Features is also subject to that provider's acceptable-use terms as they apply to us.

9. Connected Services

You may connect third-party services to the Service. Each is governed by its own terms and privacy policy, which you accept when you connect it. Shopbook accesses a Connected Service only as needed to provide the feature you enabled — for example creating, updating and deleting the calendar events that correspond to appointments, importing contacts you confirm, exporting invoices to your accounting system, or sending a text message — and stops when you disconnect it in Settings → Apps.

Shopbook's use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Shopbook is not responsible for a Connected Service's availability, accuracy or conduct, for changes a provider makes to its service, or for data a provider holds under its own terms. A Connected Service that stops working is shown in the Service as needing attention; Shopbook will tell you what it knows.

10. Acceptable use

You agree not to, and not to permit anyone to:

• use the Service to break the law, or to store, send or process anything unlawful, infringing, defamatory, deceptive or harmful;
• send unsolicited commercial messages, or messages to people who have not consented where consent is required, or ignore an opt-out;
• access or attempt to access another shop's data, or probe, scan or test the Service's security or tenancy boundaries without our written permission;
• interfere with the Service's operation, impose an unreasonable load, or circumvent a cap, rate limit or access control;
• copy, modify, reverse engineer, decompile or create derivative works of the Service, or use automated means to extract its data other than your own Shop Data through the export features;
• resell, sublicense, time-share or offer the Service to third parties other than your Authorized Users and End Customers as the Service intends;
• use the Service to build a competing product, or use AI Features to generate content that is illegal or that impersonates a person;
• remove or obscure any notice, mark or attribution in the Service;
• put into the Service information you have no right to put there, including payment card numbers outside Stripe's fields, government identifiers, or health information beyond what a vehicle service record ordinarily carries.

Shopbook may suspend or restrict access that it reasonably believes violates this section, with notice where practicable. Good-faith security research reported to us privately at the address in Section 23 is welcome and will not be treated as a violation.

11. Availability, changes and support

We work to keep the Service available and fast, and we publish what we monitor. The Service may be unavailable for planned maintenance, which we will schedule outside ordinary shop hours where we can and announce in advance where practicable, or for causes outside our control. Shopbook does not promise uninterrupted or error-free operation, and any service-level commitment applies only if stated in your Order.

The Service evolves. We add, change and occasionally retire features; we will tell you before retiring a feature that materially changes how you work, and we will never retire your ability to export your data. Features marked early access, preview or beta are offered as-is, may change or be withdrawn, and may not carry the same support.

Support is provided through the Service and the contact page. We aim to answer within one business day and to tell you honestly what we know when something goes wrong.

12. Security

Shopbook maintains administrative, technical and physical safeguards designed to protect Shop Data, including: isolation of every shop's data at the database layer so one shop cannot read another's rows; encryption of data in transit and at rest; encrypted storage of credentials for Connected Services; role- and privilege-based access for Authorized Users; second-factor authentication offered to every account; and logging of administrative and money-related actions. The details, and what changes, are described in the Privacy Policy and at shopbook.io/trust.

If Shopbook becomes aware of a security incident that has affected Shop Data, we will notify the Shop without undue delay, describe what we know, and cooperate with the Shop's own obligations to notify its customers or regulators. No system is perfectly secure; the Shop is responsible for its own devices, networks and credentials.

13. Intellectual property and feedback

The Service — its software, design, text, models, taxonomies and marks — is owned by Shopbook and its licensors and protected by intellectual-property law. These Terms grant the Shop a limited, non-exclusive, non-transferable right to use the Service during the term for its own business, and no other right. "Shopbook" and the Shopbook mark are Shopbook's; you may state that your shop uses Shopbook, and may not otherwise use our marks without permission.

If you send us suggestions, ideas or feedback, you grant Shopbook a perpetual, irrevocable, royalty-free license to use them without obligation to you. We will not name your shop in connection with a suggestion without your consent.

14. Confidentiality

Each party will protect the other's confidential information — for the Shop, its Shop Data and business information; for Shopbook, non-public information about the Service, its security and its pricing arrangements — with at least the care it uses for its own, will use it only for purposes of these Terms, and will disclose it only to those who need it and are bound to protect it. This does not apply to information that is public through no fault of the recipient, already known to it, independently developed, or that the law requires it to disclose after notice where notice is permitted. This section survives termination for three years, and for Shop Data for as long as Shopbook holds it.

15. Warranties and disclaimers

Shopbook warrants that it will provide the Service with reasonable skill and care and substantially as described. Otherwise, to the fullest extent permitted by law, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE", AND SHOPBOOK DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT, AND ANY WARRANTY THAT THE SERVICE, ITS AI FEATURES OR ANY CONNECTED SERVICE WILL BE ACCURATE, UNINTERRUPTED OR ERROR-FREE.

The Shop is responsible for its own compliance with the laws that apply to its business, including consumer-protection, automotive-repair, licensing, tax, employment and privacy law. The Service records what the Shop puts into it; it does not determine what the Shop is required to disclose, charge, warrant or keep.

16. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST DATA, LOSS OF GOODWILL OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE FULLEST EXTENT PERMITTED BY LAW, SHOPBOOK'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE FEES THE SHOP PAID TO SHOPBOOK FOR THE SERVICE IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED UNITED STATES DOLLARS (US$100) IF THE SHOP HAS PAID NO FEES.

These limitations do not apply to a party's indemnification obligations, to a party's breach of Section 14, to the Shop's payment obligations, to a party's gross negligence or willful misconduct, or to liability that cannot be limited by law. They reflect the allocation of risk on which the price of the Service is based.

17. Indemnification

The Shop will defend Shopbook and its officers, directors, employees and agents against, and indemnify them for, any third-party claim, and the resulting damages, costs and reasonable attorneys' fees, arising from: Shop Data; the Shop's communications with End Customers; the Shop's sales, services, invoices, refunds and disputes; the Shop's use of the Service in breach of these Terms or the law; or the Shop's connection of a Connected Service.

Shopbook will defend the Shop against, and indemnify it for, any third-party claim that the Service, as provided by Shopbook and used in accordance with these Terms, infringes that third party's United States patent, copyright or trademark or misappropriates its trade secret. Shopbook may, at its option, modify or replace the Service to make it non-infringing, obtain a license, or terminate the affected part of the Service and refund prepaid fees for the unused period. This obligation does not cover claims arising from Shop Data, Connected Services, combinations with things not provided by Shopbook, or use after Shopbook has offered a non-infringing alternative.

The indemnified party must give prompt notice of the claim, reasonable cooperation, and sole control of the defense and settlement to the indemnifying party, provided no settlement imposes an obligation on the indemnified party without its consent.

18. Term, cancellation and closure

These Terms apply from the moment the Shop's account is created until the Shop is closed. The Shop may cancel its subscription at any time from the billing page; cancellation takes effect at the end of the paid period, and the Shop may keep using the Service until then. The Shop may close its account at any time.

Shopbook may suspend or terminate the Shop's access if the Shop materially breaches these Terms and does not cure within fifteen (15) days of notice, if fees remain unpaid after notice, if the law requires it, or if the Shop's use poses a security or legal risk to the Service or to others. Shopbook may also discontinue the Service on at least ninety (90) days' notice, refunding prepaid fees for the unused period.

On closure, the Shop's data is kept for thirty (30) days so it can be exported, during which the Shop can reopen the account; after that it is permanently deleted from the Service, except as the Privacy Policy states for backups, legal holds and the aggregated, de-identified data described in Section 6. Sections 5 (as to the license for data still held), 6, 13, 14, 15, 16, 17, 19, 20 and 22 survive.

19. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Before starting any proceeding, a party will give the other written notice of the dispute and the parties will try in good faith to resolve it within thirty (30) days. Any dispute not resolved that way will be brought exclusively in the state and federal courts located in Delaware, and each party consents to the personal jurisdiction of those courts, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

TO THE EXTENT PERMITTED BY LAW, EACH PARTY WAIVES ANY RIGHT TO A JURY TRIAL, AND ANY RIGHT TO BRING OR PARTICIPATE IN A CLASS, COLLECTIVE OR REPRESENTATIVE ACTION, IN CONNECTION WITH THESE TERMS OR THE SERVICE.

20. Export, sanctions and government use

The Shop represents that it is not located in, organized under the laws of, or ordinarily resident in a country or territory subject to comprehensive United States sanctions, and is not a person on a United States government restricted-party list. The Shop will comply with applicable export-control and sanctions laws in its use of the Service. If the Service is used by or for a government entity, it is provided as commercial computer software and documentation with only the rights set out in these Terms.

21. Changes to these Terms

We may update these Terms. For a material change — a new grant, a changed obligation, a changed limitation — we will post the new version with a new effective date at least thirty (30) days before it takes effect and tell account owners by email or in the Service; continued use after the effective date is acceptance, and we may ask you to accept the new version in the Service before continuing. Wording, formatting and clarifying changes take effect on posting. The version you accepted, and when, remains on record.

22. General

These Terms, the Privacy Policy and any Order are the entire agreement between the parties about the Service and replace any prior agreement or understanding about it. If an Order conflicts with these Terms, the Order governs for that Shop. If a term is held unenforceable, it is limited to the minimum extent necessary and the rest remains in force. A failure to enforce a term is not a waiver of it.

The Shop may not assign these Terms without Shopbook's consent, except to a successor to substantially all of its business who accepts them; Shopbook may assign them to an affiliate or a successor. Neither party is liable for delay or failure caused by events beyond its reasonable control. The parties are independent contractors; nothing here creates a partnership, agency or joint venture. There are no third-party beneficiaries. Notices to the Shop go to the owner's email address on the account; notices to Shopbook go as Section 23 describes. Headings are for convenience; "including" means "including without limitation".

23. Contact

Questions about these Terms, notices under them, and reports of security issues: through the contact page at shopbook.io/contact, or by email to legal@shopbook.io. A notice that must be in writing is effective when received at that address.